KELLY A. BAKER
East Greenbush,NY
Summary
Dynamic Leader and Trainer with demonstrated experience servicing all types of customers in the insurance industry. Displays in-depth knowledge of property & casualty insurance topics, excellent communication skills and excels in team environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Insurance Service Center Team Lead
MAPFRE INSURANCE
12.2022 - Current
- Lead the hands-on processing/system training of all ISC MA new hires where they learn how to handle incoming emails from insureds, agents or other policy affiliated customers with auto & home policy change requests, with a focus on all of the ISC/MAPFRE/MA specific procedures that apply
- Closely assist new reps sometimes during and after peer training to provide constructive and positive feedback to help them continue to develop the fundamental knowledge base and skills needed to be a successful ISC rep
- Offer support & guidance in real time via Microsoft Teams chats to new hires and peers when needed, often providing this support while handling other tasks
- Identify coaching opportunities for new or seasoned reps and provide the necessary coaching to the reps that report to me
- Listen to rep calls each month for quality control and training purposes, providing extensive feedback on the strengths and weaknesses of each call and any improvements if necessary
- Responsible for updating or creating Sharepoint guide resources for the MA personal lines team
- Answer and handle overflow inbound calls from insureds, agents, and third-party customers looking for assistance with servicing MAPFRE personal lines auto & property policies
- Other duties include modifying customer invoices as a result of extenuating circumstances, handling customer or agent escalations, assisting reps with processing complicated policy changes and troubleshooting system issues, and have occasional 1:1 meetings with our team reps to review their progress, their goals and discuss any work-related topics as needed.
Insurance Service Center Representative
MAPFRE INSURANCE
01.2021 - 12.2022
- Answer inbound calls from insureds, agents, and third-party customers looking for assistance with servicing MAPFRE personal lines auto & property policies
- Process policy changes, quote and insurance document requests from existing customers or agents and refer new business customers to the applicable Sales team or department based on current writing agent and insurance need
- Assist customers with making phone payments or other billing related requests and embody being a “trusted advisor” by answering policy-specific questions pertaining to coverage, driver/vehicle/rating details or offering general policy education
- Record thorough notes of all policy inquiries and change requests as well as imaging other necessary policy documents and notify or share this particular information with the agent of record
- Facilitate the hands-on training of new hires allowing trainees to observe and listen to calls before practicing calls and navigating policy systems in a training environment
- Monitor trainee cases after peer training ends to provide constructive and positive feedback to help trainee develop the fundamental knowledge base and skills needed to be a successful ISC rep
- Identify coaching opportunities for fellow reps and either provide or assist with the coaching when appropriate
Customer Service Representative
AVID INSURANCE AGENCY
01.2020 - 12.2020
- Answered incoming calls and transferred to the appropriate sales agent when necessary
- Took policy change, claim and quote requests from personal and commercial lines customers via phone, email, and fax; processed those requests based on the specific procedures and systems implemented for each carrier
- Created insurance documents such as Certificates of Insurance for commercial lines customers to show proof of insurance and maintained certificate holder lists for continual contracts for the larger accounts
- Tracked progress of policy change requests and claims from start to finish and maintained virtual and paper files for all customers
- Took phone payments, researched any billing related issues and was responsible for monitoring and updating the list of upcoming non-payment cancellations as well as customer outreach for retention; also created and maintained the master carrier list during the beginning of the COVID-19 pandemic.
Customer Service Representative II
NATIONAL LIFE GROUP
07.2018 - 09.2019
- Handled incoming calls and emails within a call center environment from customers, sales agents and field office associates requesting policy information or the servicing of their policies
- Provided general policy education and assisted customers with processing loans, surrenders, payments, payment method changes, fund transfers, allocation changes for variable products, policy histories, and illustrations
- Coordinated complex after-issue service requests with the production units such as the restructuring of the policy, owner changes, or submitting ABR or death claims
- Identified and handled client complaint issues; reported these complaints to the appropriate departments and parties and arranged follow up as necessary
- Maintained confidentiality while communicating with customers and other departments about personal details and monitored policy activity for any suspicious or fraudulent actions
Board of Directors
CHAMPLAIN COMMUNITY SERVICES
03.2017 - 08.2018
- Attended board meetings to collaboratively manage certain aspects of the organization including financials, programming successes or concerns, ideas for growth, and overall updates from the Executive Director, including action at the state level and how it would impact the operations of the organization
- Discussed items on the agenda that required action from the Board such as voting to revise or update company policies, brainstorm marketing campaigns for various CCS events, and collectively create solutions on how to navigate changes to funding sources
- Occasionally filled in for the Board Secretary when absent; these duties included recording meeting minutes and maintaining pertinent information for the Board
- Actively participated on a planning committee for the organization's 50th anniversary community celebration “Fire in the Sky! Fireworks Cruise on Lake Champlain”
Education
Bachelor of Arts - Psychology
SAINT MICHAEL'S COLLEGE
Colchester, VT08.2014
Skills
- Well versed in training & coaching peers of all ages, backgrounds and learning styles
- Excellent written and verbal communication
- Detail-oriented
- Well organized and able to balance multiple tasks at once
- Strong time management
- Customer centric with a compassionate and positive attitude
- Ability to solve problems independently or collaboratively
Certification
- Property & Casualty Lines Insurance Producer License, BRYANT & STRATTON COLLEGE, Albany, NY, 03/01/2020, BR-1594174
- Peer Coaching Certificate, MAPFRE INSURANCE TRAINING UNIT, Webster, MA, 02/01/2022
Timeline
Insurance Service Center Team Lead
MAPFRE INSURANCE
12.2022 - Current
Insurance Service Center Representative
MAPFRE INSURANCE
01.2021 - 12.2022
Customer Service Representative
AVID INSURANCE AGENCY
01.2020 - 12.2020
Customer Service Representative II
NATIONAL LIFE GROUP
07.2018 - 09.2019
Board of Directors
CHAMPLAIN COMMUNITY SERVICES
03.2017 - 08.2018
- Property & Casualty Lines Insurance Producer License, BRYANT & STRATTON COLLEGE, Albany, NY, 03/01/2020, BR-1594174
- Peer Coaching Certificate, MAPFRE INSURANCE TRAINING UNIT, Webster, MA, 02/01/2022
Bachelor of Arts - Psychology
SAINT MICHAEL'S COLLEGE
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